Reservation Sales
Reservations Sales | Century City, CA
Crystal Cruises, a luxury cruise line Located in Century City, is seeking an Lead Agent, Reservations Sales for our Reservations department. Please review the responsibilities listed below and send your resume with salary history, if qualified, to careersashore@crystalcruises.com or fax at 310/785-3958. Resumes with salary history will be reviewed with priority.
PRIMARY FUNCTION: Responsible for direction of assigned team of reservations agents including mentoring, monitoring and support of reservations agents overall job responsibilities.
PRIMARY RESPONSIBILITIES:
· Provide product knowledge and support for assigned team members.
· Oversee team of Reservations Sales Agents, manage schedule adherence and administer disciplinary action as needed.
· Ensure general reservations sales calls are handled in a timely manner with less than 2% abandoned calls.
· Support Reservations Sales Agents by handling “Assist” line calls for product/policy question and escalation of issues.
· Administer Mentoring Program for each team member, monitoring and scoring each at least 4 times per month.
· Perform annual evaluations for Team members, including maintaining daily attendance and performance records.
· Assist with training modules for new-hire classes and support ongoing department training as needed.
· Remain current with all promotions, policies and procedures to handle Assist Line and manage call escalation as needed.
· Provide feedback to Reservations Management team for purpose of quality control and good department communication
· Handle overflow reservations calls when call volume spikes.
QUALIFICATIONS:
· Bachelor’s Degree or equivalent work experience.
· Familiarity with Reservations Sales Functions and Computer Reservations Systems.
· Ability to work well with individuals at all levels within the Company.
· Excellent inter-personal and communication skills.
· Work well under pressure and ability to meet deadlines.
· Ability to work on saturday